Customer feedback is vital to every business. Encouraging your customers to share a piece of their mind with you, gives you a better understanding why your customers behave and react towards your business the way they do. Communicating with your customers, particularly when you hear out their opinio...

Customers today are in the driver’s seat – they have a near infinite choice of brands to choose from, making it easier for them to stop buying from one and start buying from another. Many won’t even hesitate, they will simply take their business elsewhere. Customer experience (CX), therefore, has ne...

There is not a single business who would not want a returning client. At the end of each day, we want to see our ledgers full of activities from both new customers and familiar names. So now that your holiday promotional efforts have dwindled down with the first sign of spring, you should keep in mi...

The most recent tech buzz followed after Amazon Go wowed everyone with their no-checkout grocery store. Shoppers can walk in, take whatever they need, and go out without having to queue up at a check-out counter. Instead, they will be billed automatically to their credit cards. Moreover, McDonald's ...

Effective customer communication is just as essential for your business as investing in the right CRM tools and software. When you focus on improving your communication practices with your customers, it will attract positive results. Whether you are assisting in a sale, helping troubleshoot an issue...

There are different levels of customer satisfaction, and before you get to the top of the chain, you have to go through and succeed the crucial steps. In the BPO Industry, they are aiming to convert call centers into sales centers, when in reality, they should be both, to begin with. A contact servi...

Adrian Swinscoe, a customer experience consultant, coach, and now an author from London, sat down and interviewed a number of entrepreneurs, business tycoons, authors, academics, and leaders, to better understand what makes a good customer experience. Later on, he published a book entitled How to Wo...

Business executives acknowledge that customer experience is important. A study conducted in 2016 reported that 75% of companies said that their main objective was to improve their customer experience. But unfortunately, that's where it ends. There's always a barrier that hinders them from reaching t...

Enhancing the customer experience is a goal we all want to achieve, but it is a never-ending ladder. Customers have changing ideas of what they want and what's hot for them. Our primary challenge is to supply their demands, and a new year calls for a new game plan. There is a new set of business dev...

When I was still working at a contact center, 8 out of 10 clients who call customer service are irate, and sometimes they get so bad that I would request my supervisor to let me have a 10-second breather before taking another call. But whenever I get to convert a detractor into a promoter, I feel li...

I used to work for a multi-million dollar online retail shop as a customer care specialist, and what we do is answer general questions, help in setting up their accounts, assist in listing and shipping items and settle disputes among traders. The customer feedback we usually got was, we're not consi...